Process Trainer (BPO/KPO)

Training Delivery

• Conduct new hire training (induction, tools, and process knowledge).
• Facilitate refresher sessions based on TNI inputs from QA and Operations teams.
• Deliver calibration & alignment workshops for auditors and operations.
• Conduct train-the-trainer (TTT) sessions for SMEs/peer mentors.

Content Development & Maintenance

• Prepare and update training modules, SOPs, PKTs, and Knowledge Base documentation.
• Design quizzes, flyers, case studies, and practice sets for engaging learning
• Ensure training content is aligned with the latest Google product and policy updates

Training Effectiveness & Governance

• Conduct pre- and post-training assessments to measure knowledge retention
• Track training effectiveness metrics (accuracy improvement, FPY, error reduction)
• Collaborate with QA to close the feedback loop and improve content
• Maintain training records and dashboards for governance reporting

Stakeholder Collaboration

• Work closely with QA Leads, Ops Managers, and SMEs to identify training gaps
• Partner with L&D and Google stakeholders for content alignment and process updates
• Share feedback and insights from trainees to improve delivery and workflows

Skills & Qualifications

• Graduate (any discipline) with 3-6 years of experience in training / L&D in a BPO/KPO setup
• Experience in deal desk, order management, QA, or Google workflows preferred
• Certification in training / facilitation / instructional design is an added advantage
• Excellent communication, facilitation, and stakeholder management skills
• Proficiency in tools like MS Office, LMS platforms, and Google Workspace.